That said, we've seen a big spike in signups over the past few weeks. If any HN readers have integrated recently and have feedback, we're always eager to hear it. Feel free to email me at patrick@stripe.com and I'll route to the right team(s).
As always, thank you to the many HNers who are also active Stripe users!
The company I work for is in the travel industry and we've received a large number of charge backs compared to normal. Our agents are working as best as they can, but our tools were never really designed for 5000+ tickets to be active at 1 time, so it's slow going for them as they contact the guest, then contact the provider, then talk to the guest, etc.
Are you going to offer some lenience to companies who have gotten a huge spike in charge backs just due to an increase time in support tickets?
We are trying to find ways to just refund the guest where we know the hotel has closed, but there's no master list of that so we can't just blindly refund everybody
Many companies in travel (and similarly affected industries) are having challenges shaped similarly to yours. There is a very active conversation in the industry about what we can do about the standard process for chargebacks to support this better. (Chargebacks were never designed to be a massively high-volume simultaneous event.)
Concretely you could imagine some specific consequences of chargebacks. I don’t have anything specific that I can share as of this exact minute with respect to each of those concrete consequences, but we’re working on this very actively. A lot of this work requires coordination with other firms. Chargebacks are broadly adjudicated by banks with reference to the rules established by the card networks, so we have limited control over per-chargeback decisions, but the industry is moving quickly on trying to decide what to do about this sort of chargeback given the circumstances.
As always, we’re in the corner of companies trying to do the right thing. As you get through this, if there’s specific things we can help on, please flag them to us; we can’t promise saying yes to every request but we can promise you’ll have our attention.
So much so that we are actively implementing a new provider as backup so we aren’t stranded if we get cut off.